Last updated on 28 September 2026
1. Definitions
“Capsules” mean Our coffee capsules designed for use with Nespresso original-coffee style machines.
“Claim” means a claim made under clause 4.
“Original Nespresso Machines” means all Nespresso® original (De’Longhi or Breville) machines, including the Essenza, Citiz, Pixie, Lattissima, U and Inissia models.
2. Compatibility Guarantee
2.1. We proudly partner with the most advanced coffee capsule manufacturer in Australia to source Our Capsules.
2.2. We offer a 100% satisfaction guarantee that the Capsules are compatible and suitable for use in Original Nespresso Machines.
2.3. We do not guarantee compatibility of Our Capsules with Nespresso Vertuo/Vertuoline machines, or any non-Nespresso third-party machine or device.
3. Exclusions and proper use
3.1. This Compatibility Guarantee does not apply where:
(a) the issue arises from use in Vertuo Machines or in non‑Nespresso third‑party machines;
(b) the Capsules have been altered, mishandled, stored improperly, or used contrary to the machine manufacturer’s instructions (including descaling/maintenance requirements);
(c) the problem is attributable to the machine (for example, damage, lack of maintenance, or manufacturer fault); or
(d) the claim is made outside the time limits in clause 4.
4. Claim window and notice
4.1. If You believe the Capsules are not performing as guaranteed in these terms and conditions, and You wish to make a claim for a refund, you may do so by sending an email to coffee@primocaffe.com.au no later than 14 days from the date that the Capsules have been delivered to you with providing information and documents supporting your claim.
4.2. If no proof of delivery is available, delivery will be taken to have occurred 3 business days after dispatch of the Capsules from Us to You.
4.3. After we receive your Claim, we will aim to respond to you as soon as possible with instructions on whether your Claim is accepted or with directions on how to return the product.
5. Returns process and condition of goods
5.1. As soon as practical and no more than 10 days from receiving a reply from Us, You must return the product to Us:
(a) as directed by Us in writing;
(b) in their original packaging, be in a condition suitable for resale and must not have been damaged during the time the product is in your possession, including in transit and up until we confirm receipt of the product; and
(c) delivery charges at your own cost.
5.2. We do not accept liability for any loss or damage to the product which may occur during transit.
5.3. If your Claim is accepted, you will receive a full refund for the purchase price paid for your product, excluding the delivery charges incurred in the initial order. For the avoidance of doubt, if you purchased the Capsules at a promotional rate, then you will only receive a refund for the actual cost paid for those Capsules.
5.4. If the product has not been returned in accordance with clause 5.1 above, then we may choose at our discretion to only offer store credit or exchange, and not a full refund.
6. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. The benefits given by this Compatibility Guarantee are in addition to other rights and remedies You may have under law.
7. Disclaimers and limitation of liability
Except for any rights You have under the Australian Consumer Law and other non‑excludable laws, We exclude all warranties, representations, and guarantees, whether express or implied, in relation to the Capsules’ performance in machines other than Original Machines. To the maximum extent permitted by law, and except for liability that cannot be limited, Our aggregate liability arising out of or in connection with this Compatibility Guarantee is limited to the actual purchase price paid for the affected product.
8. No affiliation; trade marks
Nespresso is a registered trade mark of Société des Produits Nestlé S.A. We are not affiliated with, endorsed by, or sponsored by Nespresso. Machine brand names are used solely to indicate intended compatibility.
9. Force majeure
We are not responsible for any delay or failure to perform any obligation under these terms to the extent caused by events beyond Our reasonable control (including transport delays affecting returns processing).
10. Changes to this policy
We may update or modify this Compatibility Guarantee from time to time without prior notice. The version in force at the time You place an order will apply to that order, unless as required by law.
11. Governing law and jurisdiction
11.1. These terms are governed by the laws of New South Wales, Australia.
11.2. Each party irrevocably submits to the exclusive jurisdiction of the courts of New South Wales, Australia, or where appropriate, the Commonwealth Courts of Australia.
12. Contact
If You wish to make a claim or have questions about this Compatibility Guarantee, please contact Us using the details provided on Our website or order confirmation.